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It is reported that understanding consumer needs has become a fundamental factor in many industries.
65% of consumers want the companies they do business with to improve the digital experience.
42% of consumers have stopped doing business with a company due to a hack that exposed customer data.
The digital customer or consumer experience is one of the main characteristics of a brand around the world and this can be transferred to the manufacturing stage.
According Deloitte data, For manufacturing companies, customer experience helps them to better understand what the needs of the consumer, of their client, are, “and how with the products they manufacture they can satisfy them in a much more efficient way.”
Likewise, the consultancy refers that with the evolution and technology that exists today this industry has changed, which is why some of these companies “are already changing the way they do business and, instead of selling products, they are selling services through its products, a strategy much more focused on meeting the needs of the client, who is undoubtedly willing to pay more for this new value offer”.
In view of this, a recent investigation by KPMG reports that the interruptions in the supply chain and the dynamics of a changing market “have pushed IT managers in the manufacturing sector to use digital solutions to boost profitability by optimizing key business areas and also by optimizing the improvement of the user experience”.
The ‘Global Manufacturing Prospects 2023’ study found that there are some macroeconomic trends that are currently driving industry executives to focus even more than before on a double transformation, such as intelligent digitalization and an ESG-oriented approach.
In this sense, the experts from Liferay Inc. shared keys to improve the digital experience of manufacturing customers, the first being to offer digital experiences that facilitate loyalty.
“Increasing customer expectations, the need to increase process efficiencies and keep pace with a constantly changing market have forced the manufacturing industry to change their business models and rethink their IT investments,” he said in his report Carolina Moreno, General Manager for Southern Europe and Vice President of Sales for EMEA at Liferay.
This arises because buyers now have immediate access to information thanks to the internet, are more self-sufficient, so manufacturers “must meet their expectations and equip them to handle order or product issues themselves.”
The second key point is to improve the after-sales experience while reducing costs, and it will be a priority for manufacturing leaders around the world, “as profit margins are shrinking and the pressure to invest in solutions digital is growing. Making post-sales processes and services more efficient will be even more critical.”
As well, specialists maintain that optimizing the employee experience is key for manufacturing companies, where the sector’s Chief Information Officers (CIOs) will focus on implementing collaboration platforms that allow consistent communication between employees, external partners and other concerned parties.
Finally, they invite these companies to take advantage of the power of low-code to reduce the go-to-market, all this in the face of the challenge of offering new online experiences for customers, brands will have to find ways to avoid the high costs of implementation and delay in go-to-market.
In summary, the research indicates that during the remainder of 2023, manufacturers focused on resilience, business continuity and cost savings will be in a position to emerge as leaders in the future and the digital experience they provide to their audiences will be a fundamental ally to achieve all these objectives.
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